Enhanced Care Management Outreach and Engagement Specialist

Our mission at Good Seed CDC is dedicated to improving the health status of our members through an integrated managed health care delivery system.

The ECM Outreach and Enrollment Specialist will assume responsibilities for community outreach and engagement. This position will determine eligibility, complete enrollment assessments and perform outreach to potential ECM members to offer enhanced case management program.

The Outreach and Enrollment Specialist will assist enrolled members in the Enhanced case management program by performing initial assessment.

A successful ECM Outreach and Enrollment Specialist knows the importance of empathy, advocacy, cultural competency and follow-up assistance to help clients access the services needed to build and sustain healthy lives.

This position requires a creative intellectual with critical thinking skills and a desire to help those in need.

• ECM Outreach and Enrollment Specialist must be able to work under pressure; work independently and manage multi-task responsibilities;
• be willing and able to assist and educate the member; intervene effectively in crisis situation on behalf of an upset, distraught, dissatisfied, confused or angry member;

solve complex and comprehensive problems; organize and set priorities; adhere to state and federal timelines; have excellent communication skills both written and verbal and work in a rapidly evolving work environment.

This position reports to the Enhanced Care Management (ECM) Program Manager this position provides support to the ECM Program to ensure engagement, enrollment and follow up on members related to the ECM as well as other clinical programs in which outreach and engagement are central.

This position will also play a central role in partnering with the ECM sites and Good Seed CDC ECM Care Team.

Responsibilities :

• Ability to engage and enroll members in ECM program.
• Ability to perform telephonic assessments and / or in person.
• Demonstrate knowledge of existing community resources and ability to access these resources in the best interest of the client.
• Engage and enroll new patients into program through in-person or telephonic outreach.
• Gain a thorough understanding of program eligibility and expectations.
• Assist patients in maintaining eligibility to participate in the program.
• Provide member resources such as customer service related to the ECM outreach at enrolling individuals who are eligible for the ECM program.
• Complete enrollment assessments as required by the program and oversee patient benefit approval from start to finish.
• Thorough understanding of the rights of patients served and relevant legal processes.
• Effective written and verbal communication skills.
• Organization / Time management skills.
• Ability to gain trust and build rapport with diverse populations.
• Experience working with individuals and / or families experiencing homelessness and case management experience or similar experience.
• Sensitivity to cultural differences present in the organizations / programs service population.
• Understanding of the low-income population and general knowledge of customer service experience in a health care environment.
• Able to relate and communicate positively, effectively, and professionally with others; be assertive and consistent in following and / or enforcing policies;

work calmly and respond courteously when under pressure, collaborate and accept direction.

• Use problem-solving and critical thinking skills to respond to member’s concerns.
• Must be able to work collaboratively with others in a team environment, respecting and valuing the perspectives and experiences of others.
• Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
• Computer literacy includes use of email, Microsoft Word, Excel, and EHR.
• Able to function effectively in a fast-paced environment.
• Skill in speaking clearly and using appropriate grammar. Must have pleasant and courteous telephone voice and manners.
• Maintain a high level of confidentiality.

Qualifications :

• Regular Predictable attendance.
• High School Diploma from an accredited school or equivalent required
• Associates degree or Medical Assistant (MA) Certificate preferred.
• Additional years of experience within a medical environment preferred.
• Three (2) or more years of recent experience in a customer service-related field with a high degree of problem solving and decision-making.
• Strong outreach, engagement, telephone, and communication skills required.
• Preferred experience in a patient-centered medical home.
• Certifications : BLS / CPR certification within 3 months of hire or internal transfer.
• Home Visit Health Requirements : TB Test and Influenza (Vaccination)
• Declination Knowledge of : Excellent customer service and telephone techniques and etiquette.
• Knowledge of Health Maintenance Organizations (HMO) desirable.
• Possession of valid driver’s license and proof of State required auto liability insurance.
• Required Travel Up to 85%.
30+ days ago